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Study Guide: Winter 11
Study Guide: Winter 11
Study Guide
Winter ‘11
Contents
Section 1. Purpose of this Study Guide............................................................................................1
▪ Given a scenario, identify the components and capabilities of setting up and configuring a secure
environment
▪ Given a scenario, identify data migration, data management, and integration considerations
▪ Given a scenario, identify features of the Force.com platform for extending application deployment
capabilities
Sales Force Automation
▪ Identify and describe the common business challenges faced by a sales organization
▪ Describe and define the inherent business processes and terminology in the SFA application
▪ Given the objectives of a project, identify the appropriate customer audience for determining
requirements
▪ Based on common customer needs and system requirements, identify discovery questions to uncover
business requirements
▪ Given a scenario, articulate the design considerations for deploying a component of the solution
▪ Given a scenario, identify common reporting metrics/report types; select an appropriate design for
common customer requirements
▪ List and describe common data migration considerations when implementing an SFA application
▪ List and describe common business processes or requirements in which AppExchange applications
would be deployed to complement the Salesforce CRM SFA application
Marketing Automation
▪ Identify and describe the common business challenges faced by a marketing organization
▪ Describe and define the inherent business processes and terminology in salesforce.com’s Marketing
application
▪ Describe the components of salesforce.com’s Marketing solution for a specific business driver
▪ Given the objectives of a project, identify the appropriate customer audience for determining requirements
▪ Based on common customer needs and system requirements, identify discovery questions to uncover
business requirements
▪ Given a scenario, articulate the design considerations for deploying a component of the solution
▪ List and describe common data migration considerations when implementing a Marketing application
▪ List and describe common business processes or requirements in which AppExchange applications
would be deployed to complement salesforce.com’s Marketing application
Customer Service & Support
▪ Identify and describe the common business challenges faced by a customer service and support
organization
▪ Describe and define the inherent business processes and terminology in salesforce.com’s Customer
Service & Support applications and the related benefits to the customer organization
▪ Describe the components of the Salesforce CRM Customer Service & Support solution for a specific
business driver
▪ Given the objectives of a project, identify the appropriate customer audience for determining
requirements
▪ Based on common customer needs and system requirements, identify discovery questions to uncover
business requirements
▪ Given a scenario, articulate the design considerations for deploying a component of the solution
▪ Given a scenario, identify common reporting metrics/report types; select an appropriate design for
common customer requirements
▪ List and describe common integration examples in a Customer Service & Support environment
▪ List and describe common data migration considerations in a Customer Service & Support environment
▪ List and describe common business processes or requirements in which AppExchange applications
would be deployed in a Customer Service & Support environment
Objective Weighting
General Application Consulting 5%
Identify the standard Salesforce CRM applications: Sales Force Automation (SFA), Marketing, Customer
Service & Support, Content, Ideas, Mobile, Customer Portal, Partner Networks
Describe the unique characteristics of a SaaS/cloud computing deployment
Sales Force Automation – About Business Process and the App 12%
Identify and describe the common business challenges faced by a sales organization
Describe and define the inherent business processes and terminology in the SFA application
Describe the components of the SFA application for each specific business driver
Describe the steps in a sales management process
Customer Service & Support – About Business Process and the App 12%
Identify and describe the common business challenges faced by a customer service & support organization
Describe and define the inherent business processes and terminology in salesforce.com’s Customer Service
& Support applications
Describe the components of salesforce.com’s Customer Service & Support solution for a specific business driver
Describe the steps in a typical case management process
Customer Service & Support – Planning, Analysis, and Solution Design 17%
Given the objectives of a project, identify the appropriate customer audience for determining requirements
Based on common customer needs and system requirements, identify discovery questions to uncover
business requirements
Given a scenario, articulate the design considerations for deploying a component of the solution
Describe/identify solution design tradeoffs based on common customer scenarios
Given a scenario, identify common reporting metrics/report types; select an appropriate design for common
customer requirements
Customer Service & Support – Data Migration, Integration, and the AppExchange 5%
List and describe common integration examples in a Customer Service & Support environment
List and describe common data migration considerations in a Customer Service & Support environment
List and describe common business processes or requirements in which AppExchange applications would
be deployed in a Customer Service & Support environment
2. A prospective customer completed a Web-to-lead form on your corporate Web site. Upon follow up
with a sales representative, the customer indicated he intends to buy your product.
In the Salesforce CRM application, what is the process for moving a prospect to a customer?
A. Prospect validation
B. Account setup
C. Lead conversion
D. Contact management
3. A customer has a requirement to keep the customer id synchronized real time in the existing back-
office (SAP R/3) system updated in Salesforce CRM.
Which options are viable considerations?
(Choose three answers.)
A. Import wizard
B. Native connector to SAP R/3
C. Desktop connectors
D. Middleware connectors
E. Data validation rules
F. Developer toolkits
4. Who would most likely be involved in deciding Customer Service & Support organization key
performance indicator (KPI) reporting requirements?
5. Universal Containers needs the ability to associate installed products at an account to specific cases.
Those installed products contain information on the account’s contracted Service Level Agreement
(SLA) as well as the installed product serial number.
Which approach should Universal Containers consider implementing to best satisfy these
requirements?
▪ Add the Assets related list to account, contact, and product page layouts. Users can create new assets
from these related lists. See “Customizing Page Layouts” for instructions on changing page layouts.
▪ Add the Cases related list to the appropriate product and asset page layouts.
▪ Add the Asset field to your case page layouts. Consider changing the field-level security for the Asset
field so it displays or is required for your business, if necessary. See “Setting Field-Level Security” for
instructions on changing field-level security.
▪ By default, your users have “Read,” “Create,” “Edit,” and “Delete” permissions on assets. If necessary,
revise these permissions for your user profiles. Without the “Read” permission on assets, users won’t see
any assets or asset related lists in Salesforce CRM. See “Managing Profiles” for information on these
profile permissions.
▪ Optionally, you can customize asset fields and page layouts by clicking Setup | Customize | Assets.
Below is a description of the fields (in alphabetical order) that make up an asset. Some of these fields may not
be visible or editable, depending on your page layout and field-level security settings. (Field-level security is
available in Enterprise, Unlimited, and Developer Editions only.)
▪ Click Send An Email to send an email to a contact, another user, or any other email address. See
“Sending Email” for more information.
▪ Click Reply to respond to an email. The email response automatically includes the email body as
received from the customer. Enter your response and click Send.
▪ Click the subject of the email to view the email. From the email, you can reply to the sender, reply to
everyone, forward the email, or delete it.
▪ While viewing an email, you can display a list of all the emails associated with the case by clicking
Email Message List, and you can navigate to the case’s other emails by clicking Next or Previous.
▪ While viewing an email, click Forward to forward it. The email automatically includes the email body
as received from the customer. Optionally, enter text and click Send.
▪ If the original email was an HTML email, you can click the Click here to view HTML version link
to see the HTML version. If you want to see the entire email header, click the Click here to view
original email headers link.
▪ To view any attachments contained in incoming emails, go to the Attachments related list of the email.
To view attachments sent with outbound emails, view the Attachments related list of outbound emails.
▪ The size limit for an attachment is 5MB. The user who configured the email agent can view its log file
to see if any attachments exceeded the size limit.
▪ Click Del to delete an email. Note that a deleted email can be retrieved from the Recycle Bin.
However, if you delete an email from a case, then delete the case, you won’t be able to retrieve the
deleted email from the Recycle Bin.
Section 9-3. Customize the View Cases Page in the Self-Service Portal
You can enable and customize the View Cases Page from the Self-Service Portal Pages related list. The View
Cases Page lets users view their open and closed cases, related solutions, completed activities, comments, and
(optionally) add comments to their cases.
1. Click Edit on the View Cases Page line.
2. Select the Show View Cases Page box to let users view their open and closed cases.
3. Select Add Comments to Cases to let users add comments to their cases. When a user adds a
comment, an email is automatically sent to the case owner.
4. Select Add Attachments to Cases to let users upload files to their cases. When a user adds
an attachment, an email is automatically sent to the case owner.
5. When editing the page layout for the View Cases Page, add the Case Attachments related list to let
self-service users view the files they’ve added to their cases. Be aware that this related list also shows any
files support reps have added to the case.
6. Check Show Message to display a message on this page.
7. If you enabled the message, enter your message in the text box using the formatting toolbar to format the
size, color, or font. See “Using the Format Toolbar” for descriptions of the HTML formatting buttons.
8. Optionally, check Show HTML to view your page message in HTML code.
9. Optionally, insert any merge fields for data you want to replace dynamically. See “About Merge Fields.”
10. Click Save.
11. To change the fields and related lists that display on the page, click the Page Layout link. See
“Customizing Page Layouts” for more information on changing the page layout.
12. Add the Case Activities related list to let self-service users view public, completed activities related to their
cases. You also need to set field-level security to visible for the Visible in Self-Service Portal checkbox
on activity page layouts so support reps will be able to display or hide completed activities in the self-
service portal by clicking Make Public or Make Private in the case’s Activity History related list.
13. Click Save at any time to finish.
14. To see how your View Cases Page will look, click Preview on the View Cases Page line. If you have
customized the self-service stylesheet, the preview shows your custom styles.
Section 9-4. Setup Tips and Considerations for Customer Portal Pages
Consider the following setup tips and general information about Salesforce CRM customer portal pages:
▪ Ideas
▪ Home
▪ Cases
▪ Reports
▪ Solutions
▪ Web tabs
▪ Custom objects
The tabs that display to portal users who log into your customer portal are determined by the tab settings on
the users’ profiles and by the administrator who customizes your customer portal. For more information, see
“Creating and Editing Profiles” and “Customizing Your Customer Portal Tabs. ”
Customer portal users can’t view the tags section of a page, even if it’s included in a page layout.
Setting Up Cases
▪ When setting up your customer portal, clone the page layout for cases (Case Layout), and rename it
Portal Case Layout. This change lets you easily differentiate between case page layouts for internal users
and case page layouts for portal users.
▪ By default, new cases are accessible in the customer portal, but you can include the Visible in Self-
Service checkbox on case page layouts so you can deselect the checkbox to prevent a case from being
displayed.
▪ Don’t select the Show Case Email Notification and Show Case Email Notification by
default checkboxes on case page layouts. These features only apply to Salesforce CRM users.
▪ Don’t add the Internal Comments field to case page layouts assigned to portal profiles because
portal users may view comments intended only for Salesforce CRM users.
▪ Include the Asset field on case page layouts if you want portal users to be able to associate cases with
an asset related to their account.
▪ Include the Contact Name lookup field on case page layouts so that users with “Edit”
permissions on that field can change a case’s contact to another portal user in the same account.
▪ Don’t select the Show solution information section, Show Contact Notification
checkbox, and Select Contact Notification checkbox by default checkboxes on
close-case page layouts because their functions only apply to Salesforce CRM users.
▪ Create case record types to set the default value of the Case Origin picklist field for cases logged
on your customer portal. For more information, see “Creating Record Types.”
▪ For case assignment rules to work on the customer portal, select the Show Case Assignment
checkbox and Select Case Assignment checkbox by default checkboxes on case
page layouts assigned to portal profiles. Portal users can’t view these checkboxes on the customer portal.
Note that assignment rules trigger when a case is created and when it is edited. To prevent cases from
being automatically reassigned when edited by portal users, add a rule entry using the criteria Current
User: User Type contains Customer Portal and select the Do Not Reassign User checkbox.
For more information, see “Setting Up Assignment Rules.”
▪ Portal users can view all the values in the Type, Status, Priority, and Case Reason picklist
fields unless you create record types for cases that contain separate picklist values for them. For more
information, see “Managing Record Types. ”
Cases
▪ Portal users can’t edit the value of the Status picklist field on cases.
▪ Portal users can edit and delete attachments they’ve added to their cases, but they can’t edit and delete
attachments added to cases by Salesforce CRM users.
▪ The Delete and Sharing buttons on case detail pages aren’t available to portal users.
▪ Case auto-response rules don’t apply to cases created by customer portal users. For more information
about auto-response rules, see “Setting Up Auto-Response Rules.”
▪ Portal users can view, search, and create notes and attachments on cases.
▪ When creating a case, a portal user bypasses the Suggested Solutions page and is directed to the cas
• No relevant suggested solutions match the case
• He or she creates the case by clicking Submit & Add Attachment
Note: Suggested solutions are only available in organizations where they’re enabled. For more
information on suggested solutions, see “What are Suggested Solutions? ” For more information about
how Salesforce CRM customer portal users can self-close their own cases directly from suggested
solutions, see “Enabling Customer Portal Login and Settings.”
Solutions
▪ The Status picklist field on solutions isn’t available to portal users.
▪ The Status picklist field on a solution doesn’t need to be set to Reviewed for a solution to be visible
in the customer portal. A solution is visible in the customer portal if the Visible in Self-Service
Portal checkbox is selected on a solution.
▪ If you enable solution categories for your organization, then solution categories are also available in
your customer portal. Uncategorized solutions don’t display in the solution categories of your customer
portal, but they do display in your portal’s search and list views.
▪ The top solutions feature isn’t available for your customer portal, but you can create links on your
customer portal home page to your organization’s most relevant solutions.
Home Page
▪ Include the Customer Portal Welcome component on home page layouts assigned to
customer portal users so that when they log in to your portal, they receive a welcome message
with their name plus the ability to change their portal username, password, locale, language,
time zone, and contact information. When a portal user changes that information, his/her user
record is updated but the contact record is not automatically updated with those changes. For
more information about defining home page components and assigning home page layouts, see
“Customizing Home Tab Page Layouts.”
▪ Note that customer portal users whose profile includes the “Is Single Sign-On Enabled” permission
can’t change their usernames via the Customer Portal Welcome component. For more
information on single sign-on, see “Company Information Fields.”
▪ We recommend that you add the following components when designing home page layouts for
your customer portal: Search, Solution Search, Recent Items, Customer Portal
Welcome, and a custom HTML Area component that includes your corporate branding in the
wide column.
▪ Create custom components to put on the home page layouts of your customer portal, such as
links to custom list views, specific documents, and top solutions. For more information, see
“Defining Home Tab Components.”
▪ Custom component names don’t display in the wide section of the home page in the customer portal.
▪ You can position the logout link anywhere on the header by using this HTML tag:
<a href=”/secur/logout.jsp”>Logout</a>
▪ For more information on the header, see “Enabling Customer Portal Login and Settings.”
▪ We recommend not adding the following components to your customer portal home page layouts
because they are for Salesforce CRM users: Tasks, Calendar, Product Search, Recent
Items, Dashboard Snapshot, Messages & Alerts, and Items To Approve.
Activities
▪ Portal users can’t be assigned to activities.
▪ Portal users can view completed tasks and past events marked Visible in Self-Service that are
associated with objects they have permission to view.
Documents
Verify that none of your organization’s internal documents on the Documents tab are available in folders
accessible to portal users. For more information, see “Managing Folders.”
Reports
▪ Portal users can run reports if their profile includes the “Run Reports” permission.
▪ Portal users can export reports if their profile includes the “Export Reports” permission.
▪ The Report Options section doesn’t display on report results for portal users because portal users can’t
customize report results. Also, the Generated Chart section, which includes the Edit, Large, Medium,
and Small links, doesn’t display on report results.
▪ Report results for portal users only include links to the objects portal users have permission to access.
▪ Portal users can only report on objects set to Private in the organization-wide default sharing model.
Some objects, such as solutions, aren’t included in the sharing model and can’t be reported on by portal
users. For more information, see “Setting Your Organization-Wide Default Sharing Model.”
▪ Portal users will receive an insufficient privileges error if they run a report that contains objects they
don’t have permission to view.
▪ By default, all users, including portal users, can view report folders. To prevent portal users from viewing
report folders, update the sharing settings on report folders to the All Internal Users group. For more
information, see “Managing Folders.”
Custom Objects
▪ When you deselect the Available for Customer Portal checkbox on a custom object,
the custom object is no longer available on the customer portal, and all the user permissions for the
custom object are automatically removed from portal profiles. If you select the Available for
Customer Portal checkbox on a custom object again, you must update the user permissions for
the custom object on portal profiles.
▪ Portal users can view, search, and create notes and attachments on custom objects.
Assets
▪ Portal users can’t edit assets.
▪ Portal users can only view assets associated with their accounts.
▪ Assets are only visible to portal users if you include the Assets lookup field on case page layouts.
From case detail pages, portal users can click the asset in the Assets field to view the asset.
▪ Portal users with the “View Content on Portals” user permission have view-only access to Salesforce
CRM Content.
▪ Portal users with the “Create Workspaces” user permission can create and administer workspaces.
Type of Record Import Record Limit Users with Access Overview Topics
Business accounts and 500 at a time All users What Is Imported for Business
contacts owned by you Accounts and Contacts?
Business accounts and 50,000 at a time Administrators; What Is Imported for Business
contacts owned by different Users with the “Modify All Accounts and Contacts?
users Data” permission
Person accounts owned by 50,000 at a time All users What Is Imported for Person
you Accounts?
Person accounts owned by 50,000 at a time Administrators; What Is Imported for Person
different users Users with the “Modify All Accounts?
Data” permission
Leads 50,000 at a time Administrators; What is Imported for Leads?
Users with the “Modify All
Data” permission
Campaign members 50,000 for importing leads as Administrators; What is Imported for
new campaign members; Marketing users (or users with Campaign Members?
the “Import Leads” permission
3,000 for updating the
and the “Edit” permission on
status of existing campaign
campaigns) can import new
members
leads as campaign members.
Users also need the “Read”
permission on contacts to use
the campaign update wizard
to make existing leads and
contacts campaign members
Custom objects 50,000 at a time Administrators; What Is Imported for Custom
Users with the “Modify All Objects?
Data” permission
Solutions 50,000 at a time Administrators; What Is Imported for
Users with the “Modify All Solutions?
Data” permission
Type of Record Import Record Limit Users with Access Overview Topics
Assets
Campaigns
Cases
Contracts These records can’t be imported via the import wizards
Documents
Opportunities
Products
▪ Accept – Assigns you as the owner of the selected cases in a queue list view. Any attached open
activities are transferred to you as well. In organizations that don’t have the Public Read/Write/Transfer
sharing model for cases, you can take cases only from queues of which you’re a member or if you’re
higher in the role hierarchy than a queue member.
▪ Change Owner – Assigns the cases to the one user or queue you specify. Any attached open activities are
transferred to the new owner as well. When putting cases in a queue, the open activities aren’t transferred.
You must be an administrator (or have the “Manage Cases” permission and read/write access to the cases)
to use this feature.
▪ Close – Closes the selected cases using the values you specify. You can set a common status and reason
and add any comments. See “Closing Cases.”
You must be an administrator (or have the “Manage Cases” permission and read/write access to the cases)
to use this feature.
▪ Change Status – Changes the status of the cases to the value you set.
You must be an administrator (or have the “Manage Cases” permission and read/write access to the
cases) to use this feature.
▪ To view the hierarchy for a case, click View Hierarchy next to the Case Number field on the case
detail page.
▪ To specify that a case is associated with another case, edit the case and type the case number of the
parent in the Parent Case field. Alternatively, you can click the lookup icon to search for a case’s
case number.
Note: A parent case must exist before it can be entered and saved in the Parent Case field.
To create a new case that is automatically associated with a case whose detail page you’re viewing, click the
New button on the Related Cases related list. From the New drop-down button, you can choose to create
either a blank case or a case with information from the parent case. For more information on the Related
Cases related list, see “Related Cases.”
▪ Choose New, and give the rule a name. Specify whether you want this to be the active escalation rule.
Click Save.
▪ To create the rule entries, click New. Each rule can have a maximum of 3,000 entries. Each entry defines
a condition that determines how cases are processed. For each entry, you can specify the following:
Field Description
Order Sets the order in which the entry will be processed in the rule, for example, 1, 2, 3.
Salesforce CRM evaluates each entry in order and tries to match the criteria of the entry. As soon
as a match is found, Salesforce CRM processes the item and stops evaluating the rule entries for
that item. If no match is found, the case isn’t escalated.
Criteria Specifies conditions the case must match for it to be escalated.
You can enter your rule criteria by doing one of the following:
• Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.
For example, set a case filter to Priority equals High if you want case records with the Priority
field marked High to trigger the rule.
• If your organization uses multiple languages, enter filter values in your organization’s default
language. Note that you can click the Advanced Options... link to add up to 25 filter
criteria that can include up to 255 characters. For more information on using filter criteria, see
“Entering Filter Criteria.”
• Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.”
Salesforce CRM triggers the rule if the formula returns “True.” For example, the formula
AND(ISCHANGED( Priority ), ISPICKVAL (Priority, "High") )
triggers a rule that changes the owner of a case when the Priority field is changed to High. For
information on using formulas, see “Building Formulas.”
Note that if your condition uses a custom field, the rule entry will automatically be deleted if the
custom field is deleted.
Specify business hours criteria Specifies how business hours apply to an escalated case:
• Ignore business hours – Select this field to ignore business hours when escalating a case.
• Use business hours specified on case – Select this field to use the existing business hours on a
case when escalating it.
• Set business hours – Select this field and click the lookup icon ( ) to select predefined
business hours to apply to a case when escalating it.
Escalation actions only run during the business hours with which they’re associated. For more
information, see “Setting Business Hours.”
Specify how escalation times Determines what field applies to your Age Over number of hours. Your Age Over setting can be
are set based on the number of hours since:
• A case was created
• The case was created unless it has been modified; once modified, the case will never get
escalated
• The most recent time a case was modified
For example, if you choose Based on last modification time of the case and your Age Over setting
is 5, cases will get escalated 5 hours after the most recent last modified time and date as long as
the case is open.
▪ After creating the entry, click Save or Save & New to save the entry and create more entries.
▪ After you create the last entry, click Save. The escalation rule and a list of one or more rule entries are
displayed.
Note: To create an error-proof rule, always create the last rule entry with no criteria. This rule entry will
catch any cases the previous rule entries didn’t assign.
▪ Specify what action you want to be taken when one of the escalation rule entries is true. Click Edit
next to the name of one of the rule entries.
▪ Click New to add an escalation action. You can specify up to five actions for each rule entry to escalate
the case over increasing periods of time. For each escalation action, you can specify the following:
Field Description
Age Over Specifies the number of hours after which a case should be escalated if it hasn’t been closed. This
time is calculated from the date field set in the Specify how escalation times are
set field. No two escalation actions can have the same number in this field.
Assign To Specifies the user or queue to which the case will be assigned if it matches the condition. Users
specified here can’t be marked “inactive” and they must have the “Read” permission on cases.
Users assigned to the rule can’t be reassigned to a profile that doesn’t have the “Read” permission
on cases. Furthermore, you can’t remove the “Read” permission on cases from a profile associated
with a user assigned to the rule.
Note that reassigning an escalated case is optional.
Notification Template Specifies the template to use for the email that is automatically sent to the new owner specified
in the Assign To field. If no template is specified, no email will be sent.
Notify this user Specifies the user to notify when the case is escalated. Notifying another user is optional.
Notify Case Owner Indicates that the owner of the case is notified when the case is escalated.
Notification Template Specifies the template to use for the notification email that is automatically sent to Notify user(s).
If you choose a user in the Notify field, you must select a template.
Additional Emails Specifies additional individuals you want to notify upon escalation.
Note: Each time you save a case or change the case owner, your escalation rules re-evaluate that case.
Once the case matches an escalation rule entry, it calculates when the case should be escalated and stops
checking other escalation rule entries. Let’s say you have two escalation rule entries that specify:
For example, let’s say that Acme Company offers two support options: Standard Support, with an 8-hour
SLA, and Premium Support, with a 2-hour SLA. They don’t write separate support contracts for each
customer, and they don’t have the notion of named callers or named assets. The model that would be best for
them would be to create two Support Programs, one for each type of support, and have each account look up
to the correct support program according to its support level.
Now, let’s say that Beta Company offers different support contracts to each customer, with named callers, and
where those callers could only call about certain assets. The one support-program-per-account model would be
right for them.
Once an entitlement is applied to a case, Entitlements 2.0 lets you track three different SLAs:
1. Entitled First Response
2. Entitled First Workaround (which some companies use to track when they sent the customer the
resolution to the problem)
3. Entitled Resolve Time (which is fulfilled when the case is closed)
For the Entitled First Response and Entitled First Workaround times, there are corresponding Actual First
Response and Actual First Workaround fields that track when these SLAs were fulfilled. When an email is
sent from the case or when a call is logged on the case, a trigger will automatically populate the Actual First
Response field. If you choose to use the Workaround SLA capability, a button called Stamp Workaround
Time is included to stamp a time in the Actual First Workaround field. If there’s a way by which you can
automatically determine that a workaround has been sent (by case status, for example), you may choose to
create a Workflow Field Update that stamps this field.
The Actual First Response and Actual First Workaround fields are both available for updates from the
Workflow engine and Apex code if you wish to add additional ways to auto-populate them.
Section 9-10. Salesforce.com and Force.com Labs Customer Service & Support Applications
Salesforce.com has made the following applications available on the AppExchange to extend its Salesforce
CRM Customer Service & Support application:
▪ Advanced Call Scripting – Empower your sales and service teams with Advanced Call Scripting
for AppExchange, an app that guides reps through their interactions with customers. The interactive
scripts are easy to create and customize and provide coaching tips to help qualify leads and troubleshoot
support issues.
▪ Service & Support Dashboards – The lifeblood of every call/contact center is the metrics used to
measure performance. Different call centers rely on different metrics, but they all agree it’s important
that reports and dashboards are configured to monitor performance.
▪ Case History with Email – View a history of actions, comments, emails, and attachments related to a single
case in a chronological time line. Let the user send an email containing the public version to the contact.
▪ Cases: Add Comments and Send Update – Add a new comment to a case (public or private) and
optionally send an email to the associated contact containing an updated (public) case history.
▪ Entitlements 2.09 – A toolkit that lets your agents track the support your customers are entitled to and
which lets you enforce your SLAs.
▪ Time Tracking – With Time Tracking for AppExchange, you can track the hours your service team
has worked compared with the number of hours on open service contracts so you know when contracts
are about to expire and can take action.
▪ Map Nearby Accounts – This application lets you map accounts in the vicinity of a given account using
Google Maps within Salesforce CRM applications.
▪ Case History Timeline – This component lets you easily create a timeline to report on all stage
changes, activities, and comments related to a single case.
▪ Re-open cases as new – This custom link copies key data into a new case from a closed case, making it
available without changing the statistics that are based on closed cases.
▪ Case Quick Create New – This component adds a Web tab with a case entry form that can be used to
create a new contact and account when a new case is created.
▪ Case Age In Business Hours – Case Age In Business Hours enables reporting on the time a case has
spent with support, the time it has spent awaiting the customer, and its total age in business hours.
▪ Cases Owned by User Report – This link lets an administrator quickly check for any open cases owned
by a specific user, including users who have been deactivated.
▪ Customer Information and Product Registration – This application can be used by Sales/Service
personnel to register consumer products purchased by customers. Customers send in the filled-in
registration cards. The application creates a workflow task if the customer has chosen to be contacted.
Campaign Hierarchies
Campaign hierarchies provide a powerful categorization tool that lets you analyze and report on the health of
your related campaigns. By associating campaigns with one another using a lookup relationship, you can group
campaigns within a specific marketing program or initiative. A hierarchy can contain a maximum of five levels.
Each campaign can have only one parent campaign, but an unlimited number of sibling campaigns. By default,
the Campaign Hierarchy related list appears on the campaign detail page, but doesn’t contain records until
campaign hierarchies are configured for your organization.
To set up campaign hierarchies, add the Parent Campaign field to your campaign page layout and
enable the Campaign Hierarchy Statistics fields.
Note: Depending on your user profile, the Campaign Hierarchy Statistics fields may
already be visible.
The Campaign Hierarchy fields include:
▪ Use the Campaign Leads or Campaign Contacts reports to list the leads or contacts associated with
your campaigns.
▪ Use the Campaign Member Analysis report to summarize information about who has responded
to campaigns.
▪ Use the Campaign Revenue report to analyze which opportunities have resulted from your campaigns.
In Enterprise, Unlimited, and Developer Editions, you can also analyze products, quantity schedules,
and revenue schedules in this report.
▪ The Campaign ROI Analysis report calculates the return on investment (ROI) and average costs for
your campaigns. The ROI is calculated as the net gain (Total Value Won Opps – Actual Cost) divided
by the Actual Cost. The ROI result is expressed as a percentage.
▪ Use the Campaigns with Influenced Opportunities report to view opportunities that have been
influenced by multiple campaigns.
Note: The Campaigns with Influenced Opportunities report respects sharing rules on accounts,
contacts, and campaigns. Objects with sharing rules set to private will not display in the report.
Report Types
▪ Use the Campaigns with Campaign Members custom report type to create a report that contains
information about the leads and contacts on multiple campaigns. Use the Campaign Call Down report
to see contacts and leads for a specific campaign. These reports are only available to users with the
“Read” permission on both contacts and leads. For information on creating custom reports, see Creating
a Custom Report.
▪ Use the Campaigns with Leads and Converted Lead Information report to view lead lifetime
information sorted by a campaign or campaigns.
▪ Use the Campaigns with Influenced Opportunities report to view opportunities that have been
influenced by multiple campaigns.
Tips for Campaign Reports
▪ Some reports let you limit the data to one campaign by using the lookup icon to select a campaign. If
the user running a report no longer has access to view the selected campaign, the report doesn’t show
any results. This report behavior is similar to what happens when a campaign is deleted.
▪ If tags are enabled, you can tag any custom report you’re saved. When viewing the report, click Add
Tags or Edit Tags in the Tags area directly under the colored title bar to tag the report. If the report
has already been tagged, click one of the tag names to view a list of all records and reports with that tag.
For more information, see “Tagging Records.”
▪ Member Status is the status of a lead or contact in reference to the campaign. The campaign owner
can create up to 50 member status values, such as “Planned,” “Sent,” or “Attended.” Additionally,
you can now add the Member First Associated, Responded, and Member First
Responded fields to campaign reports. These fields let you see the date the member was added to
the campaign, whether the member responded to the campaign, and the date the member initially
responded to the campaign.
▪ The Last Activity of a campaign is the most recent due date of an activity on the record. The following
past or future activities set this date:
• Any event
• Closed tasks
▪ When a report returns a list of contacts and/or leads, you can click Add to Campaign to associate
them with an existing campaign. The button only appears if you have the required permissions to manage
campaign members. For more information, search Help for “Adding Campaign Members from Reports.”
Google AdWords (http://adwords.google.com) is an online advertising service you can use to create
advertisements that display on major search engines, including Google. Many salesforce.com customers
advertise online with Google AdWords as a mechanism to generate leads.
Salesforce CRM and Google AdWords connects Salesforce CRM with Google AdWords, letting you track the
effectiveness of your online advertising investments. With Salesforce CRM and Google AdWords, you can:
▪ Analyze which keywords and advertisements are generating leads, sales opportunities, and new customers
▪ Measure effectiveness using the Google AdWords dashboard and intelligently optimize your
AdWords campaigns
Use an existing or new Google AdWords account to create an online advertisement, including a series of
keywords that will trigger your advertisement to display on www.google.com and other major search engines.
When users click on your advertisement in Google, they’re directed to a landing page, an existing page on
your corporate Web site, or a page you’ve designed specifically for your Google advertisements. Landing pages
typically contain an offer and a Web-to-Lead form. An offer is something that entices a user to fill out a Web-
to-Lead form, such as “send me more information” or “download a white paper.”
When a user enters information into a Web-to-Lead form, a lead is created in your Salesforce CRM org. You
can easily recognize leads that come from your Google AdWords campaigns by the value in the Lead Source
field. Leads that originate from Google AdWords have a Lead Source value of Google AdWords and an
activity record that shows the Google AdWords campaign, ad group, ad headline, and keyword that drove the
lead to your Web site.
With every new lead, a Google AdWords dashboard and several Google AdWords reports are updated
in Salesforce CRM. Use the dashboard and reports to analyze the effectiveness of your Google AdWords
investment. In addition, when leads are converted into sales opportunities, you can easily track how your
Google AdWords investment is generating pipeline and resulting in closed deals.
After analyzing Google AdWords reports and dashboard, you can go back into Google AdWords and adjust
your advertisements accordingly for optimal performance.
With Web-to-Lead, you can gather information from your company’s Web site and automatically generate up
to 500 new leads a day.
Your company may already have a registration or other type of page where users enter their contact information. You
may also want to create a jump page where prospects respond to a campaign. With a little extra HTML code, you
can redirect that information to Salesforce CRM to create new leads. Before setting up Web-to-Lead, you need to:
▪ Create custom lead fields, if needed, and specify how they’ll map to custom account, contact, and opportunity
fields during lead conversion. See “Creating Custom Fields and Mapping Custom Lead Fields.”
▪ Edit the Lead Status picklist to set the default status for new and converted leads. See “Updating Picklists.”
▪ Create public email templates for the automated notification email that will be sent to prospects upon
submission of each Web lead. If you plan to set up email response rules to use different email templates
depending on the information submitted, create one default template to send when none of your
response rules apply (see “Managing Email Templates” and “Setting Up Auto-Response Rules”).
Note: Auto-response rules aren’t available in Group Edition.
▪ Create lead queues if you wish to assign incoming leads to queues (see “Managing Queues”).
▪ Customize the Lead Settings to select the default owner of leads that fail to meet the criteria in your
assignment rule (see “Customizing Lead Settings”).
▪ Create an active lead assignment rule to determine how Web-generated leads are assigned to multiple
users or queues (see “Managing Assignment Rules”). If you don’t set an active assignment rule, all Web-
generated leads are assigned to the default owner you specify in the Lead Settings.
To set up Web-to-Lead:
1. Click Setup | Customize | Leads | Web-to-Lead.
2. Click Edit to enable or modify the following Web-to-Lead settings:
3. Click Save.
4. To create and generate a Web-to-Lead form, click Create Web-to-Lead Form.
5. To select the fields to include on your Web-to-Lead form, use the Add and Remove arrows to move
fields between the Available Fields list and the Selected Fields list. Use the Up and
Down arrows to change the order of the fields on your form.
• Be sure to select the Campaign field (and optionally, the Campaign Member Status field)
if you’re using Web-to-Lead as part of a campaign.
• For organizations using multiple currencies, add the Lead Currency field if you add any
currency amount fields; otherwise, all amounts will be captured in your corporate currency.
Tip: Use a custom multiselect picklist to let potential customers express interest in several products.
• For organizations using record types on leads, select the Lead Record Type field if you want
users submitting Web-generated leads to select a specific record type.
6. If your organization uses the translation workbench or has renamed tabs, select the language for the
form labels displayed on your Web-to-Lead form. The source of your Web-to-Lead form is always in
your personal language.
7. Specify the complete URL to which users should be directed after they submit their information, and
click Generate. This destination could be a “thank you” page or your company’s home page.
8. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can
incorporate it into your Web site.
9. Click Finished.
If you want to test the Web-to-Lead form, add the line <input type=”hidden” name=”debug” value=”1”> to
your code. This line redirects you to a debugging page when you submit the form. Don’t forget to remove it
before releasing the Web-to-Lead page to your Web site.
All leads generated from your Web site are initially marked with the “default status” specified by the Lead
Status picklist. For Web leads that are generated as part of a campaign, the member status of the new leads
is set to the Member Status value specified in the form or to the “default” member status if the Member
Status field isn’t included in the form.
In addition, all new leads are marked as “Unread,” and are changed to “Read” only when the lead owner views
or edits that lead. Users can select the My Unread Leads list view to quickly locate all their new leads.
Note: The format for date and currency fields captured online is taken from your organization’s default
settings: Default Locale and Currency Locale.
If your organization exceeds its daily Web-to-Lead limit, the Default Lead Creator (specified in the Web-
to-Lead setup) will receive an email containing the additional lead information. Also, if a new lead can’t be
generated due to errors in your Web-to-Lead setup, Customer Support is notified of the problem so that we
can assist you in correcting it.
Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only
creates records that have valid values.
All universally required fields must have a value before a record can be created via Web-to-Lead.
The online help describes all generally available features, including those that may not be available in your
Edition. Refer to the “Available in:” line at the top of a help topic to see if it applies to your Edition.
In contrast to client/server enterprise applications or mail servers, customers in multitenant applications such
as Salesforce CRM, Gmail, and eBay share the same physical instance and version of an application. Individual
deployments of those applications occupy virtual partitions rather than separate physical stacks of hardware
and software. These partitions store the metadata that defines each organization’s business rules, fields used,
custom objects, and interfaces to other systems.
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